The Impact of E-Logistics Service Quality on Customer Satisfaction in Tokopedia

Arneta Dermawan, Norlatifah Norlatifah, Reni Dian Octaviani

Abstract


This study investigates the impact of e-logistics service quality on customer satisfaction in the Tokopedia, a leading e-commerce platform in Indonesia. The study focuses on three key dimensions of e-logistic service quality: timeliness, order condition, and order accuracy. The research employs a quantitative approach using a questionnaire method and structural equation modelling (SEM) and partial least squares (PLS) analysis with a population and sample of 205 respondents who are domiciled in Greater Jakarta and have been using the Tokopedia application for at least the last 6 months.

Keywords


E-logistic Service Quality, Timeliness, Order Condition, Order Accuracy, Customer Satisfaction

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References


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DOI: https://doi.org/10.25292/atlr.v8i0.742

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